Generac Power Systems, Inc.

Review: During a routine maintenance check on my generator in April, the local distributor noticed a problem with the functioning of the unit, and contacted Generac, as the unit is only one year old and under warranty. According to the terms of the warranty, Generac must approve all repairs. The distributors workers have been to our home at least five times attempting to repair the unit, each time following specific instructions from Generac. I became directly involved with Generac a few weeks ago, when the failure to fix persisted. There has been no follow up communication from Generac, in spite of promises, and all I get when I call, are repeated assurances that they are working on the Problem. It should not take Three months and still not have the unit working.Desired Settlement: If this was a car, I would already have a new one under the lemon law. They need to supply a brand new generator which WORKS, as they obviously cannot affect a repair of this unit.

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he is experiencing with his Generac home standby generator. The Generac Power Systems customer service department has been in contact with Mr. [redacted] and would like to send out a different service provider to inspect the generator and at that time they will make a determination on what the next steps will be.

We apologize for the problems that Mr. [redacted] is experiencing and will work to resolve those concerns as soon as possible.

Regards,

Generac Power Systems

Business

Response:

Generac Power systems would like to thank Mr. [redacted] for contacting us regarding the problems he has had with the purchase of his Generac generator. The Generac Power Systems customer service department has been in contact with Mr. [redacted] and provided him the information that his replacement generator shipped on 9/24/14.

If Mr. [redacted] has any questions regarding this generator shipment our customer service department can be reached at [redacted] under case number [redacted].

Regards,

Generac Power Systems

Consumer

Response:

It has taken Generac 6 months to get to the point we told them at the outset, to replace the unit. Their customer service is most unresponsive, never returning phone calls. When they do actually answer the phone, they are full of promises which are never met.

Review: I ordered a Generac 16 kw backup generator system that included complete installation from [redacted] Co-op in [redacted]. The installation was completed on 8/13/2015. On 8/17/2015 there was a power outage that lasted approx. 6 hours. The generator failed to work. The following week a Generac "Certified" repairman came but was unable to repair the unit or determine the cause of the dysfunction. On 9/10/2015 the Generac "Certified" repairman returned. Upon further investigation he related that he detected that the 'Magneto" had dislodged and fallen into the flywheel causing an "Explosion" that then caused the broken pieces to damage seven other parts. He then said he would report to Generac and request replacement parts. When asked if the replacement parts would rectify the problem he said more parts may have to be replaced. The extent of the damage of the parts left in my basement were not fully known. I did not receive warranty info or Owners Manual from either [redacted] Co-op or Generac until 10/1/15 when I called and they were requested. I called Generac Customer Service on 10/1/15 and asked to have the defective unit replaced. I was told that replacement was not an option . Since I received a defective unit which according to the Generac "Certified" repairman suffered an EXPLOSION, I feel the unit has become a safety hazard. I ordered a new unit, not a defective one, why would I want that by my home? The lack of flexibility on the part of Generac is disturbing.

Business

Response:

Good Morning, Thank you for your patience while Generac reviewed the customers concerns. To clarify, the customer has requested for Generac to replace his generator. As a result of our review, we have made the decision to repair the customer's generator per the warranty that was supplied with the product upon purchase. Generac is confident in our authorized servicing dealers ability to repair the product. Generac must respectfully decline the customer's request to replace his generator. We will ensure this repair is completed in a timely and efficient manner. Thank you,Generac Power Systems

Review: I purchased a Generac standby generator from [redacted] in October of 2013 to replace a portable generator. The first problem occurred within in 6 months when the battery died, which was not warrantied. It stopped functioning again on 1/23/15, 4/23/15, 5/19/15, and again on 7/16/15 with numerous parts being replaced and tests done on it. There is obviously something wrong with this generator and it is by no means reliable. The security of having power during an electrical outage to run our sump and septic pumps, is now nonexistent.Desired Settlement: I want a refund for the generator so that I can purchase a reliable one to replace it.

Business

Response:

Good Morning, After thorough review of the customers repair history, we have made the decision to replace the customer's generator. We have been in direct contact with the customer in regards to this and he can certainly contact us directly with any further questions or concerns.Thank you,Generac Power Systems

Review: I purchased a Generac [redacted] 2,700 PSI 2.3 GPM 196cc OHV Gas Powered Residential Pressure Washer from Amazon.com in December 2013 and used only once. I tried to use it again in December 2014, and I noticed that it is leaking gas. I contacted their customer service and one of their representative told me to take the unit to Northern Tools & Equipment in [redacted] and it will be covered under warranty. But Northern tools said their claim for warranty is denied and charging me $96 to fix the unit. Upon researching online, I found that a lot of consumers are complaining about the same problem. I contacted the customer service again and say they cannot help with it as it may not be under warranty.Desired Settlement: Refund repair charges from Northern Tools & Equipment

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he is having with his purchase of his Generac Power Washer. A Generac Power Systems customer service department agent has been in contact with Mr. [redacted] and have reviewed the unit storage procedure found in the owners manual. The power washer was not stored in accordance with the instructions provided and the the failure (gummed up carb) is not something that is covered under the factory warranty.Regards,Generac Power Systems

Consumer

Response:

Review: First let me clarify that I purchased the standby generator from [redacted] in [redacted] states I must file the complaint with the Revdex.com of Wisconsin. Your form did not allow me to state this fact.

I bought the unit 2006, was installed by the authorize business selected by [redacted]. the unit was and has been maintained by authorized dealers as well as myself over the years.

October 25, 2010 I heard a loud noise which after searching the house I remembered the generator was scheduled for its weekly recycle. Upon checking it I found the red warning light on and the battery broken apart. One of the battery caps was on top of the control unit.

Called the gas company first for safety, then Generac service and support. however the rep. stated I needed to get an authorized repair service. I called [redacted] who came out. both men were not sure if it was safe to connect a battery they thought there was other issues. I asked them to speak with "[redacted]" the service Rep. which they did. They said she would send out a control panel to me and when received they would install it.

In the mean time I researched the battery explosion and this company on the internet, and was shocked to find that there were many cases, and that Generac would not admit to the issues or pay to have them fixed.

After several weeks I received the computer board and it was installed. The unit worked, however the company would not pay for the new battery nor the service charge from the repair service. a total of $336.58. after weeks into months of telephone calls, I finally gave up. I was not happy, But I thought the company gave me a "fix" in the computer board and my generator was ok.

Apparently the board only lasts so long as last week, Aug. 21, 2014 the battery exploded again! Once again Generac support would not address the problem. I was told to get an authorized repair service.

I called two, both no longer service Generac products, as the company does not pay them, and there are too many issues with the generators.

I called the company again asking them for a service company. They told me "Wise Electric Control" who while scheduling the appointment was pushing me to buy an extended warranty. The repair person was scheduled to come out the morning of 8,25.2014, but around 10AM a woman from the company called to tell me that the$ 50.00 charge to come out was not for the generator. The fee would be $450.00.

I declined.

Generac company needs to be held responsible for their product. There is a problem with this unit that can result in much more then what happened to me. I don't trust this machine, and will have it removed.

I would like the company to pay the repair fees I already paid and what ever the cost for this unit to be removed from my home.Desired Settlement: Generac should find out what exactly is wrong with the stand by generators and fix the problem.

They should stand by their product.

This product is dangerous to use. Check all the complaints on line as well as your sight.

Business

Response:

Generac Power Systems would like to thank [redacted] for contacting us regarding the problems she has experienced with her Generac Power Systems home standby generator. The complaint that has been filed was sent to our customer service department for their review and response.

Generac Power Systems has been in contact with [redacted] and has made arrangements with an authorized service provider to get the generator operational and have also provided some insight into the battery problems that [redacted] has had over the years. Should [redacted] have any further questions regarding this complaint our customer service department can be reached by calling [redacted].

Regards,

Generac Power Systems

Review: In October 2013We spent thousands of dollars to have a GENERAC home standby generator installed so we would have power when the electricity went out.

Both times we lost power, the unit failed. Once during the winter and the second time on May 27, 2014.

On May 27, we had the Generators Plus company come out to fix the issue and the could not fix it. We had lost power around 4:45pm. The service tech left our house around 9pm and said she would be back the next day to work on it again.

At 11pm everyone in our sub had power back except us. We went outside to our unit and the electrical box on the house had started an electrical fire. Obviously this was extremely frightening!

We called Generators Plus back and the tech drove 2 hours to get back to us to get power back to us.

I called Generc Company on May 28, talked with a representative-Heather at 11am EST, followed their direction on submitting an incident report form. I used the onlinfe submission as this was suppossed to expadite the report form. Was told someone would call me by close of busineses on Monday June 2.

I did not hear from anyone. I called Generac 6/2 at 7:13pm and talked with [redacted]. She assured me that she would leave a message with all 3 people ([redacted] and [redacted]) in the resolution department.

Still didn't hear from anyone. June 4, at 5:50pm I called and talked with Kayla who said once again that she would leave a message.

On June 5, I called Generac at 2:49pm. I talked with [redacted] who once again said she would leave a message. I refused to hang up until I had talked with a person as up to now, no one had contacted me which was unacceptable.

[redacted] finally came on the phone, explained the whole situation, she said she needed to look into it further and would get back with me.

I said we are extremely unsatisfied with the lack of quality and performance of the product that they manufactured.I feel that we received a lemon. I wanted a replacement unit as it has failed twice and we haven't even had it a year or a refund and take the unit. I explained that they advertise to install a GENERAC standby generator to have power when you need it, which has not happened and they advertise that they stand behind their product.

As of today July 9, I still have not heard from the company.Desired Settlement: I want to be called by a manager and explained why they don't care about their customers, why they haven't contacted me and what they are going to do for me.

We have had to install a battery back up on our sump pump for $500, which we would not have had to do IF the generator we purchased had worked!

Replace the unit free of charge, or issue a full refund and take the defective unit. In addition, pay the $500 we had to pay for a battery backup.

Business

Response:

Generac Power Systems would like to thank [redacted] for contacting us regarding the problems she has experienced with the purchase of her Generac home standby generator. This complaint has been shared with our customer service department who has attempted to contact [redacted] over the past several days and unfortunatley has not been able to make contact with her.

We will continue our efforts to reach [redacted] to discuss this complaint and if she would like to contact our customer service department directly they can be reached at [redacted] under case number [redacted].

Regards,

Generac Power Systems

Consumer

Response:

Poor customer service while $2,500 Portable Generac Generator is under warranty! Model XP8000E 0059311. Problem getting a simple ground fault switch to the repair facility. Repair facility has had this generator 8 days and says it will be another 10 days to 2 weeks to get switch!

Review: I bought a Generac XG 7000 Portable Generator about 3 years ago and have used it once. I have started it regularly for every six months and changed the oil twice. Back in November 2014, we lost power upon starting the Generator it ran fine, but there was no power output. I contacted the company first via phone and after sitting on hold for 15 minutes was dropped. I contacted the company using provided contact form on the website and did not hear anything back for about a week, I called again and as expected the call was dropped, so I filled out another one their online forms. Finally I heard back about 3 days later from Customer Support, suggesting I "field flash" the generator with an electric drill, to excite the magnetic field, well that did not work. I even tried using a cordless drill to increase the RPMs to the electric drill. That did not work either. I responded back to their email, and did not hear anything back, three days later I sent another email and finally heard back a week later. So now I have a $1300.00 noisemaker sitting in my garage produced by a company that clearly does not focus on customer service or quality. I still cannot get though on the ###-###-#### number without sitting on hold to be inevitably dropped and the Customer Service Reps do not seem to respond to email.Desired Settlement: I hope to achieve a couple of things with this complaint: 1) To get the unit replaced, repaired or refunded completely at the cost of the company(including any shipping costs that may be incurred). 2) To inform Revdex.com and other people about this company. 3) To make it clear that this company's practices and procedures are unacceptable and need to be greatly improved.

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced with the purchase of his Generac Power Systems portable generator. The Generac Power Systems customer service department has been in contact with Mr. [redacted] and have provided him contact information for a Generac authorized repair facility that can diagnose the problem and provide an estimate of repair if needed.The Generac Power Systems customer service department will review this complaint again once the diagnosis from the authorized repair center is provided. The Generac Power Systems customer service department can be reached at 1-888-GENERAC and the case number for Mr. [redacted] is 198349.Regards,Generac Power Systems

Business

Response:

Good Afternoon, We have gotten the customer in contact with a new Generac Authorized dealer. We have also commited to him we would like to make a concession to cover parts and labor for him outside of his normal warranty coverage. We will follow up with the customer to ensure the repair goes smoothly.Thank you,[redacted]Generac Power Systems

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased one of the Generac Portable Generators, Model GP15000E on or about September 2013. After using it once, it stopped operating properly, which prompted me to reach out to a representative to have the unit repaired or replaced. The company decided to replace the unit. This took place around December 2013. I have since then utilized the replacement, which after only a couple of uses started performing worst than the replaced unit. After speaking with several Generac associates, at different times, from the Customer Service and Warranty departments, I was pretty much told they could do nothing for me, but would honor the warranty by having me drive over 45 minutes out from my home to bring this 460lb generator to one of their Service Providers. I was given a list of about roughly 3-4 smaller businesses that were supposedly Service Providers who would repair this product. After calling the first two phone numbers given to me by the Generac rep, and them being shut down for business, I finally reached a third company that stated they were listed, but no longer provided warranty services for this company because of Generac's failure to pay this company for the services provided in their warranty claims. I called back to Generac to explain this to a Service Support rep, who by the way was listed in the corporate office of the company, but somehow was at the same level where I spoke to a Customer Service rep earlier during this matter. At any rate, Heather from Generac assured me that this would not be an issue, and that all the company needed to do was call them, and the claim would be paid. Needless to say, this was more than a week ago, and the company has been unable to reach anyone at Generac to resolve the issue of payment, which is covered by warranty. I feel that this is very unprofessional on Generac's part and I would now like to return the generator back to them for a full refund. I have no faith that if I keep their product that the warranty will be honored which makes me reluctant to do business with this company ever again.Desired Settlement: I would like to be issued a refund in the full amount of the initial purchase price of $2399.00 for this company's lack of professionalism in handling this matter or providing the services offered in the warranty.

Business

Response:

Generac Power Systems would like to thank [redacted] for contacting us regarding the problems she has experienced with the purchase of a portable generator manufactured by Generac Power Systems.

The customer service department at Generac Power Systems has been notified of this Revdex.com complaint and has been in contact with a service provider regarding the generator in question. This service dealer has been in contact with the consumer and we are awaiting the results of that service call which will allow us to properly evaluate and respond to this complaint.

Once again, we apologize for the problems that [redacted] has experienced and we look forward to the opportunity to address her concerns, any further questions regarding this case can be directed to our customer service department by calling 1-888-GENERAC and providing case number [redacted].

Regards,

Generac Power Systems

Consumer

Response:

Business Bureau:

I'm only accepting the business' response for now to allow them the opportunity to resolve this issue. However, if they do not resolve this issue in a timely manner, I will resume the complaint. The fact is, as I stated in the complaint, I have already driven 45 mins outside my home to one service provider who has clearly stated that this generator is not repairable. Therefore, I don't see what the need is to have another service provider do the same thing. At any rate, the 2nd service provider has contacted me and stated they will come out to do a diagnostic on the generator by next week. I feel like Generac is trying to exhaust the warranty period so that they will not have to deal with the matter any further. My desire is a refund in full for the purchase price of $2399.00.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me for the time being to allow Generac the opportunity to resolve the matter.

Review: I contacted the company on 29th April to request a refund for their mobile link service. I had paid for 3 years service in advance ($249). However, our circumstances changed and we no longer needed their service. Despite e-mailing the company and calling them and leaving a voice mail request for a call back I have still not received a refund check. They e-mailed me recently and said that the period for refunding to the card used for payment had passed so they wanted a mailing address. I duly complied with their request for my new address and then received an e-mail stating it could take up to an additional 2 weeks for the process to complete. In my view, they have taken an unreasonably long time to issue a refund. On their website (www.standbystatus.com) it states under their FAQ that...56. I was told I would receive a refund but I have not received it. How come? Refunds are processed within 10 business days and will generally be put back on the card that was used to make the original purchase. Sometimes, cards do not allow a refund and in that case a check will automatically be processed and mailed to the billing address on the account. Clearly, even allowing for the time to refund to the card passing they have failed to honor their commitment. It is now the 3rd June and I have still not received a refund!!Desired Settlement: I would like a full refund and an apology for the delay.

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced with obtaining a refund for his mobile link subscription. The Generac Power Systems customer service department has been in contact with Mr. [redacted] and the refund check has been cut and he should receive it the week of the 22nd of June.

Once again we apologize for any delay in getting this refund check out to Mr. [redacted] and if he has any further questions he can contact our customer service department at 1-888-GENERAC and this complaint is listed under our case number of [redacted].

Regards,

Generac Power Systems

Consumer

Response:

I have finally received a refund check from the business on 6/16/14 in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I bought a brand new standby generac generator for $2165.00 from lowes and after I installed it would not run properly. when I called generac they gave me the number of a local generac dealer. when he checked it out he told me it needed a brand new computer board and a brand new motor and that I got a lemon . and said that he would inform generac of these problems that was on 9/12/13. he called me back and told me they would ship it on 10/9/13 then on 10/16/13 I called him and he said they never shipped it and that they would ship it on 10/ 19/ 13 when I called again they still did not ship the parts and when ever I call generac they tell me parts to be shipped is a different department and there's no way they can help me or give me any info on my generator parts ...I feel like I'm being ripped off , they never offered me a brand new one or any kind of reimbursement . this is a crappy product and the worst customer service I have ever dealt with ... the serial number is [redacted] and when I called lowes they told it's not there problem and to deal with generacDesired Settlement: fixed immediately or my money returned in full

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced with the purchase of his Generac home standby generator. The Generac Power Systems customer service department has been in contact with Mr. [redacted] regarding his generator and the part(s) needed to repair the generator have been delivered to the the dealer for installation on the generator.

Generac Power Systems has also provided Mr. [redacted] a concession in light of the problems he has experienced. If Mr. [redacted] has any further questions regarding this matter he can contact our customer service department directly at 1-888-GENERAC.

Regards,

Generac Power Systems

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced with the purchase of his Generac generator. In reviewing the case notes from our customer service department it has been communicated to Mr. [redacted] that the generator will be replaced. We understand that Mr. [redacted] was requesting a refund, however we will not be able to grant that request.

The Generac Power Systems customer service department can be contacted at 1-888-GENERAC for any additional information needed regarding the repalcement generator.

Regards,

Generac Power Systems

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: On July 8th I had a generator installed. Three weeks later it BLEW UP. They sent a repair man and wanted to repair it and I demanded a new one.On Aug 7th they agreed to a new one and said it would ship that Fri. On Aug 19th I was told it would ship 8/28. This was paid in full on 7/8. Six weeks later I am still without a generator. If [redacted] or [redacted]'s said they could not get one for 10 days I would understand. This is the generator company. It is hard to believe they do not have a generator

I spoke with [redacted] (phone####-###-####). Called her today, left a message on voice mail and never heard from herDesired Settlement: I want a generator here A S A P

Consumer

Response:

On Wed, Aug 28, 2013 at 1:10 PM, [redacted] wrote:

I want to thank you for your help. Two days after you contacted them I was told it was shipped - arrived and installed today. I do not think this would have happened without you. This is in reference to ID#[redacted]

I needed tech support for my Generac generator. I went to their website and it was totally useless. I called and was was put on hold for twenty minutes only to be told that the don't provide tech support!!!

Most consumers including myslef have full time jobs and families and dont have the time or the knowledge to chase these fraudulent companies. They dont realize until too late that you have to keep a running log of phone calls and emails and make complaints to the Revdex.com and follow up on them. Most of the 'resolved' issues state 'assumed' due to no response from the consumer. How many were just more phone calls putting off the consumer until they gave up and got on with their lives. These companies know how to play this game very well.

As for my complaint:

Purchased a 16Kw automatic LP gas Generac generator. It immediately began burning small amounts of engine oil so it had to be topped up on a regular basis just running its exercise schedule. Contacted the nearest Generac dealer (over 1hr away) and told them the problem. After several months with no return phone calls and excuses it was revealed that Generac wouldn’t pay the local rep for the service call. Contacted Generac directly and after many phone calls over many months there was no call backs and nothing done. Called the local rep again offering to bring the generator to them and their response was they no longer deal with Generac products because there was nothing but problems with the products and Generac wasn’t standing behind their products leaving the rep to take the brunt of all the dissatisfied customers. Contacted Generac directly again and after many more phone calls over many months again there was no call backs and nothing done. Now it has dragged into years and it’s obvious that Generac has no intention of backing their inferior product. Just recently there has been several extended power outages in our area due to thunderstorms and the generator would start and run (burning fuel) but no power was being generated. There was a substantial loss of food with the fridge and two freezers unthawing. Upon investigation it was discovered the generator coils blew out leaving a pile of copper wire. The cost of the generator was $6000 plus shipping fees and the approximate cost of lost food was over $1000, not to mention the gallons of extra oil used as well as wasted time and money in phone calls and maintenance on a product that didn’t work when we needed it. The warranty has now expired and it isn't worth the time and cost for legal action. Hopefully this warning helps others. This company doesn’t deserve to be in business.

Review: On August of 2014 I purchased a 2500 PSI GENERAC Preassure Washer ([redacted]). The machine comes with a two year warranty. In August 2015 the machine broke down. I contacted GENERAC for a repair. GENERAC directed me to take the broken machine to their prefer service/repair store (Tony's Lawn Mower & Tool Services) in Elmwood Park, IL. A month went by (September 2015) and I called the repair store to see if my Pressure Washer has been fixed. The repair store said they were waiting to get some papers/instructions back from GENERAC before fixing my machine. Another month goes by (now is October 2015) and I call the repair store again. They say GENERAC is not giving them what they need (instructions, parts?) to get the job done. I called GENERAC right away and they say they will take care of my problem (talked to a lady named [redacted], ext. #: [redacted]). She said she will contact the repair store and take care of my problem. Another month goes by (now is November 2015), I call the repair store back and they say that GENERAC has not yet provided them with what they need (papers, instructions?) to get the broken machine fixed. I then called Generac once more and left a message for [redacted] (lady that was taking care of my case) and left a message for her since she wasn't there at the time. Now is December 2015, more than 4 months since my broken Power Washer was taken to the repair shop Generac directed me to take my machine in for repair and I don't have an answer as to what is going in with my Power Washer. Please have GENERAC repair my Power Washer or replace it with a new one. Thank you.Desired Settlement: Please, finally fix or replace my Pressure Washer. Thank you.

Business

Response:

Good Afternoon, We have reached out to the customer directly regarding this matter. The part needed to repair his power washer was sent from our factory as of 12/7/15. We will make sure to follow up with the dealer and customer to ensure the product is repaired in a time manner. Thank you,Generac Power Systems

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. I have been contacted by the GENERAC Company and they informed me that they have mailed out the part(s) needed for the repair to the repair shop. I still don't know how long it will be before the repair shop complete the repair of my pressure washer, or if they may need more parts from GENERAC before completing the repair. Therefore, I wouldn't claim to say that I'm pleased with the results until I receive my pressure back back and repaired from the repair shop.

Regards,

Review: I purchased a generac 16 kw home standby generator on 9-11-2006. We never lost power until Hurricane Sandy from 10-29-12. We lost power for 10 days. The generator ran for the entire 10 days (about 240 hours). This generator is rated to run 3000 hours. On the final day, our home lost power despite the generator continuing to run. We did not readily address this issue since our power was then quickly restored by Con Ed.

On 9-30-13, [redacted] and [redacted] (both an authorized Generac dealer) stopped by and diagnosed the rotor and stator were not generating power and needed to be replaced. On 10-10-13 [redacted] (another Generac dealer) made the same diagnosis. The diagnostic work alone cost me about $533.00. An internet search confirmed that this is a common problem[redacted]

On 10-15-13 I called Generac to complain about the problem and was referred to [redacted] ( A generic "resolution Specialist") Here is his contact info:

Resolution Specialist

Generac Power Systems, Inc

Phone: ###-###-####

[redacted] and I traded several e mails back and forth from 10/15-11/7/2013. In the end [redacted] offered to sell me the replacement stator/rotor at "his cost" which after tax, shipping and handling will be about $575.00. I told him that while I acknowledge the unit is past it's warranty period and the fact that a quick internet search can find similar complaints tells me that they know they have a defective perhaps under designed defect with this unit. Meanwhile the labor estimate just to replace the parts is over $1000.00 since the entire unit needs to be taken part. All of this with no guarantees it will even work.Desired Settlement: I feel extremely disappointed with Generac's quality and I would not recommend anyone buying their products. I feel its only fair to replace the defective parts at no charge and I would offer to split the labor cost. After the repair, I would ask for an additional 3 year warranty against deceptive parts/workmanship.

Business

Response:

Generac Power Systems would like to thank Mr. [redacted] for contacting us regarding the problems he has experienced with his purchase of a Generac home standby generator.

The Generac Power Systems customer service department has been in contact with Mr. [redacted] regarding the prolems he is experiencing and have offered to provide him the parts needed to repair the generator at a reduced price. The generator was purchased in 2006 and is well beyond the factory warranty which expired in 2008.

The Generac Power Systems customer service department has not acted on thier offer to Mr. [redacted] as they are waiting to receive confirmation that he would like to move forward with having the generator repaired. The offer from our customer service department is fair and reasonable given how many years the generator has been out of the factory warranty period and unfortunatley will not be able to provide Mr. [redacted] his desired settlement.

Regards,

Generac Power Systems

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Generac offered to sell me the replacement stator/rotor at "cost" which after tax, shipping and handling will be about $575.00. I have already spent about $575.00 just to diagnose this problem. While I acknowledge the unit is past it's warranty period and the fact

that a quick internet search can find similar complaints tells me that they

know they have a defective perhaps under designed defect with this unit.

I am bleeding cash on this generator and I feel the stator/rotor has probably been underdesigned / defective since this is common problem as you can see here:

Review: Generac sold me a defective wire harness with the generator they sold me through [redacted] in [redacted]. When the generator did not work, their representative told me to call [redacted] in [redacted]. They told me to call the electrician and have him come back out. He could not find a problem with his work, so Acme (from [redacted]) sent out a technician to diagnose the problem. It was at this time they discovered the defective wire harness that cam from the manufacturer. They are now telling me I need to pay for the electrician's time when he came back out to check his work. I do not feel that I should be responsible for paying for his time when that time was a function of their product being deffective.Desired Settlement: I have spoken with Generac, and the electrician, and the bill for the time the electrician spent needlessly because of a defective manufacturers product is $284. I am more than willing to pay all other time and mileage that was involved in the normal installation, but NOT this $284 that was the direct result of the faulty wire harness from the manufacturer. I want them to pay this portion of the bill.

Business

Response:

Good Morning, As a one time goodwill concession, Generac has agreed to reimburse the customer for the work his electrician completed. Generac will be contacting the customer to discuss how he will recieve this reimbursement.Thank you,Generac Power Systems

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Dear

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The only stipulation I have is that the reimbursement NOT be in the form of anything except a cash or check for the amount of the electrician on the day in question. In other words, I do not want a coupon for more goods or services, or a voucher for some product or service.Thank you VERY much for your time and help with this situation. It is greatly appreciated, and I am sorry that I had to involve you, or any other outside party in order to get this company to stand by their product, the advice and directions they provided me, or what they make their warranty and support details look like. Thank you for time and help!

Regards,

Review: I have a generac generator. the transfer switch malfunctioned and cause a explosion in the panel located on side of my house. at the suggestion of generac I call a generac repair person, they came out and said that this was a part malfuntion and should have never happened. I asked generac to help me get this situation resolved as it was a dangerous situation and the power company pulled my meter. generac said that they will not help and that its just to a bad. I know it is out of warranty but the tech person who came out said that shouldnt matter this was a part failure. This could have burn my house down if I was not home at the time I had to shut the generator down manually to stop it from burning. Generac needss to take care of this and make sure it doesnt happen again.Desired Settlement: Generac to pay for the repairs and replacement parts as this was a part failure and is very dangerous.

Business

Response:

Good Afternoon,

Review: Purchased a Generac 2700 PSI Gas Pressure Washer, Model 6022 from [redacted]'s in [redacted]. Generac is the manufacturer providing the warranty. This was a 2-year warranty, purchased on July 08, 2013. This pressure washer was used a total of 3 times when the pump no longer produced any pressure and the unit stopped working. After discussing this issue with [redacted]s and the Warranty provider, they state that the unit cannot be fixed under warranty because it was used improperly, that it was run too long without shutting it down to cool the unit off. a) this was never the case, never run to overheat at an extended period of time; b) nowhere in the owners/users manual does it warn against this; and c) the owner's manual and product features even state that the unit has an "Automatic Cool Down System". They refuse to cover the repair of the pump - the damage to the pump is clearly a product malfunction. I have used power washers in the past and never had one that was used so little (under 4 hours) become defective with normal use.Desired Settlement: I would like to have the unit replaced or repaired to working condition.

Business

Response:

Good Morning, Generac has tried to reach out to this customer on two seperate occasions (7/7, 7/9.) This was an attempt to gather further information so we can make an informed decision. Generac would like to know which authorized service dealer has been working on the product along with the serial number. Once Generac has this information we can look further into the situaiton.Thank you,Generac Power Systems

Review: I purchased this Generac One Wash Pressure Washer on April 11, 2014 which came with a two year warranty that is still valid and active. I have called the number on my receipt (###-###-####) which picks up, then hangs up on you! I then called the number on the website many times and was able to speak with someone three (3) time now and they continue to refuse to help me. The unit just won't start, and all they do is keep telling me that I have to have it serviced and an authorized repair station. I drive a car and have no way of getting it there. I have been hung up on twice (x2) by [redacted] on their chat service, and when I called and asked to speak with a supervisor today I was hung up on again. This is no way for a company to treat their customers. This Generac One Wash Pressure Washer is not even a year old and was used only once! What can I expect going forward if it won't even start at only 10 months old!Desired Settlement: I want to ship this back at their expense and receive a complete refund of $439.91

Business

Response:

Good Afternoon, We have been in contact with Mr. [redacted] and have offered to pay for a dealer to pick up his power washer. Although a pick up service is not normally covered under warranty, we have offered this as a concession. Once the dealer is able to diagnose the issue we can work towards resolving the issue with the product as soon as possible. Thank you,Generac Power Systems